How Drivim Answers Every Lead Across 16 Dealerships

Drivim runs one AI agent per contact channel, on the phone, on the website and on WhatsApp, so a call, a chat or a message becomes a qualified lead in the CRM. A fourth agent photographs the cars.

A customer calls a dealership to book a service appointment. Until recently, that call waited on someone being free to pick up. Today a voice agent answers in Catalan, hears whether it is service, a sale or a general question, and classifies it on the spot. It does this at any hour, any day.

Sixteen dealerships, and a customer who will not wait

Drivim is a group of 16 dealerships selling new and used vehicles. The phones, the website and WhatsApp are busy with people who want a price, a service slot or a straight answer about a car in stock.

The channels were never the shortage. The risk is a customer disappearing between them. In automotive retail the time between a question and an answer is the difference between a sale and a visit to the dealer next door.

Each channel had its own stall:

• The phone. A call only moved if a person was free to take it.

• The website. Visitors arrived looking at stock, leasing or an appointment, and left with nothing captured.

• WhatsApp. Sales and after-sales questions accumulated, with no official channel holding them in one place.

• The photography. A professional picture of each car in stock was produced by hand, one vehicle at a time.

Four agents, one for each job

Drivim and Timbal put four agents into production. Each one owns a real customer channel. All four sit on the same Timbal infrastructure: they read intent in ordinary language, act on Drivim’s own data, and pass the conversation to a person when it needs one.

Voice. The agent covers the group’s phone lines in Catalan. From the first sentence it separates a service booking, a sales enquiry and a general question, and routes to reception when the conversation calls for a person. It is there to take the overflow, when the lines are busy and after the showroom has closed, rather than to replace the people at the desk.

Web. The chat on drivim.com answers from live stock and leasing availability, handles questions about appointments, and asks for a way to get back in touch when someone is ready to buy, before they close the tab.

WhatsApp. The agent runs the dealership’s official channel: sales and after-sales, new and used cars, motorcycles, leasing and service bookings. It keeps the thread going and recognises the moment a salesperson should step in.

Photography. An AI photo studio produces the professional images for the vehicles in stock, instead of a manual shoot for every unit.

Speed stops being a stunt

Together, the four channels mean a customer can reach Drivim wherever they already are, on the phone, on the site or on WhatsApp, and the enquiry does not sit unanswered because nobody was free.

In a business where the gap between keeping a lead and losing it is measured in minutes, being available stops being a campaign and becomes part of how the company works. Four agents, one Timbal infrastructure behind all of them.

“With 16 dealerships and five disconnected systems, our sales and after-sales teams were working with fragmented data, and a lead response could take over four hours. With Timbal, we unified WhatsApp, web and the call centre into a single AI engine connected to our DMS and our legacy CRM. Today we respond instantly, our sales teams have inventory, financing and competitive comparisons in seconds, and lead-to-sale has jumped from 12% to 19%. In the automotive sector, with the level of competition we face today, failing to respond quickly and with quality means the customer is already at the competitor’s door.”

Joan Casanovas, co-owner and managing director at Drivim.

Built by Timbal, for Drivim. If a lead still waits on whoever happens to be free, talk to us.